Freshservice to Freshdesk integration
The Getint platform connects Freshservice and Freshdesk to unify IT service management (ITSM) and customer support. It supports fast ticket syncing, automated workflows, and shared visibility across teams, helping reduce response times and keep both sides aligned. Follow this guide for a quick setup that works for businesses of all sizes. Use the Freshservice-Freshdesk integration with Getint for better service and support management.
Freshservice-Freshdesk Licensing Model
The Freshservice-Freshdesk licensing model with Getint fits various integration needs. Here is an overview:
Standard Licensing
A single Getint license enables data synchronization between Freshservice and Freshdesk.
This keeps setup simple and quick, with no extra configurations needed on either side.
Flexible License
For managed services companies or organizations integrating four or more instances (same or different tools), Getint provides a Flexible License. This custom option covers a set number of connections (up to 10 instances) without tool limits. You can switch integrated tools anytime during the license term for maximum adaptability.
For licensing details, visit our Pricing Page.
Requirements to Build Your Integration
Access to the Getint platform is required.
Comments are attributed to the user who created the connection. Therefore, we recommend using dedicated Service Accounts for both instances.
An API key is required for Freshservice authentication, and an API key is required for Freshdesk. Learn more here: Access Tokens.
Setting Up Your Freshservice-Freshdesk Integration
1. Access the Getint Platform:
Log in at app.live.getint.io. If you do not have an account, click Sign up to create one.
Enter your details, select the apps you want to connect, and click Create new workspace.
After you create the workspace, go to it to launch Getint.
The Getint interface will load.
2. Create Integration
Go to Workflows (lightning bolt icon), click Create Integration, and select either:
Continuous Sync for ongoing synchronization.
Migration for a one-time data transfer.
3. Generate a Freshservice API Key
Log in to your Freshservice account, click on your profile picture in the top right corner, and select Profile Settings.
On the new page, click on Show API Key to access the API key.
Complete the CAPTCHA verification, if prompted, and copy the API Key for integration.
You can reset the API Key to stop an app from connecting to your service desk if you need to. Remember that doing so will also disconnect other apps that use the same key.
4. Generate a Freshdesk API Key
Log in to your Freshdesk account, click on your profile picture in the top right corner, and select Profile Settings.
In the sidebar on the right, click on the View API key button to access the API key.
Complete the CAPTCHA verification, if prompted, and copy the API Key for integration.
You can reset the API Key to stop an app from connecting to your helpdesk if you need to. Remember that doing so will also disconnect other apps that use the same key.
5. Create a Connection with Freshservice and Freshdesk
Freshservice Connection:
Select Freshservice as the connection app, and click Create New Connection.
Enter your Freshservice instance URL in the URL field and click Next.
Assign a name to the connection and enter the API key.
Add the connection and select it.
Freshdesk Connection:
Select Freshdesk as the connection app, and click Create New Connection.
Enter your Freshdesk instance URL in the URL field and click Next.
Assign a name to the connection and enter the API key as the password.
Add the connection and select it.
6. Configure Type Mapping
Quick Build: Use the Quick Build feature to automatically map fields and types between applications, simplifying the process.
Manual Mapping: For greater control, manually map the types yourself. This approach lets you adjust the mapping to meet your specific needs. Click + Add type mapping to add Freshservice types (Incident, Service Request) and map them to the Freshdesk Service Request type.
For example, Incident ↔ Service Request.
7. Configure Field Mapping
Select the fields to synchronize, such as Title, Description, Assignees, and Custom fields. In addition to this, for the connection to work, it is necessary to map some key fields:
Requester Mapping:
Link the Requester field in Freshservice to the Requester field in Freshdesk.
Ensure that requesters on both platforms are mapped to allow Getint to match them appropriately.
In case a fixed value, like an email, is supposed to be defined for this field, the configuration can be done accordingly.
Status Field:
Both Freshservice and Freshdesk mandate status mapping for the integration to function. A default value needs to be set for the ticket creation only, avoiding this option being picked up again when the tickets are updated.
Priority Field:
Mapping the priority field is necessary for the integration's operation within both Freshservice and Freshdesk.
After all fields and types have been configured, give your integration a distinctive name and save the settings.
8. Assignee Mapping
Use the assignee mapping option to match Freshdesk agents to Freshservice assigned to fields.
For more details, visit our doc: Assignees (users) mapping.
9. Status Mapping
Map status fields to align between Freshservice and Freshdesk. For example, Open in Freshservice could be mapped to Open in Freshdesk or to a different status if your organization has renamed them.
10. How to Manage Comments & Attachments:
Check the Comments & Attachments tab. These settings are active by default, but you can modify them to fit your specific requirements.
Synchronization Directions
The platform supports three distinct logic flows for these items:
Bidirectional: Updates to comments or attachments in either Freshservice or Freshdesk will reflect in the other platform.
Unidirectional to Freshservice: Data flows exclusively from Freshdesk to Freshservice. Changes made in Freshservice will not sync back to Freshdesk.
Unidirectional to Freshdesk: Data flows exclusively from Freshservice to Freshdesk. Changes made in Freshdesk will not sync back to Freshservice.
Disabling Sync
If your organization has strict data privacy policies or if these items are not relevant to a specific integration, you can disable comments and attachments entirely. This prevents any data transfer for these specific fields while keeping other mapped fields active.
For a full overview of filtering logic, AND/OR conditions, and date-based filtering, refer to the Comments Filtering documentation.
11. Filtering Options
Customize synchronization by applying filters:
After completing your integration, add filters to each app by clicking the filter icon next to its app icon. This will affect the corresponding side of the integration.
Choose the filter scope:
ALL items filter: Rules will be verified for every item before synchronization.
NEW items filter: Rules will be verified only for newly created items that have not yet been synced.
SYNCED items filter: Rules will be verified for items that were already synced in the past.
Add values for the filters and click Apply.
For more details on how to use the filter, refer to our Filtering Guide.
12. Test the Integration
Before deploying the integration to your production environment, perform a verification cycle to ensure data flows correctly between Freshservice and Freshdesk.
Verification Steps
Initial Creation:
Create a test ticket in Freshservice.
Create a test ticket in Freshdesk.
Confirm that the items appear in the respective platforms according to your mapping rules.
Field & Feature Validation:
Updates: Modify a mapped field and confirm the change is reflected on the linked platform.
Comments & Attachments: Add a comment or upload a file to verify the sync direction and visibility.
Status Transitions: Change the status (e.g., move a Freshservice ticket to "Pending") and verify the Freshdesk ticket updates accordingly.
Audit Logs:
Access the Logs tab within the platform.
Review the entries to confirm successful executions and identify any potential mapping errors or permission conflicts.
Conclusion
By following these steps, you have established a functional integration between Freshservice and Freshdesk. This setup automates the synchronization of records, workflows, and communication, bridging the gap between IT service and customer support teams.
For further assistance, please contact us at the Support Center or Schedule a Demo.
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